Customer Service Representative

Customer Service Representatives use excellent communication and interpersonal skills to assist customers. In this role, you will receive inbound calls from consumers seeking help with billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing. Customer Service Representatives are problem solvers with strong negotiation skills who are self-driven and motivated to meet individual service and sales goals.

Key responsibilities

• Respond promptly to customer needs; solicit customer feedback to improve service; respond to requests for service and assistance
• Maintain confidentiality; listen to others without interrupting; keep emotions under control; remain open to others' ideas and try new things
• Speak clearly and persuasively in positive or negative situations; listen and seek clarification; respond quickly and effectively to customer questions
• Multitask by documenting information while speaking with the consumer
• Demonstrate accuracy and thoroughness; look for ways to improve and promote quality; apply feedback to improve performance; monitor own work to ensure quality
• Meet productivity standards; complete work in a timely manner; strive to increase productivity; work quickly
• Promote positive interactions with others through effective communication with customers and team members, including real-time coaching and collaboration
• Maintain regular, predictable, and reliable attendance

Follow instructions and respond to management direction; take responsibility for own actions; keep commitments; complete tasks on time or communicate alternate plans

About you

• High School Diploma or GED required
• Previous call center or customer assistance experience preferred
• Good attention to detail and basic computer skills
• Clear communication with employees and customers
• Must be able to successfully pass a criminal background check
• Good typing skills
• Ability to navigate multiple computer screens and applications
• Ability to see sufficiently to read computer screens, system alerts, written materials, and customer account information
• Ability to hear inbound calls and verbal instructions clearly in real-time
• Ability to speak clearly and effectively to customers and team members on the telephone and in person